3,590 Customer Reviews over 90 pages
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- Location
- Manchester
- Reviewing
- BT
- Date
- 2018-12-10
- Comments
-
I have been having issues with the router since mid October, contacted BT on numerous occassions, speaking most of the time to rude staff who were sending me instructions for hub 5 or smart hub while I have got hub 4! They were aware as they had asked before. Asking me to split connection, etc. Ended up with having 3 engineers who ordered new hub for me. It didn't arrive so I contacted them, they don't know anything about it! Once it arrived, the speed has dropped so complained again, then they sent me some texts and asked to reply what would cost me extra money. In addition, on one occassion I asked when my broadband contract would expire, lady told me the 4th of January. I rang them at the beginning of December to cancel, I was told that line rental contract expires on that day, broadband contract in July. So lazy! Honestly, I'm fuming, never had such bad issues with Sky or Virgin. I can't wait the contract to be finished!
- Location
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- Location
- Keysoe, Bedfordshire
- Reviewing
- BT
- Date
- 2018-06-14
- Comments
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BT Infinity in Postcode MK44 2__ is not workable. The lines from the Cabinet are not only too long to provide Superfast Broadband, the copper is too thin. Can't even support 10Mbps Standard Broadband yet BT will tell you that between 10 and 19Mbps Download is achievable. The BT App asserts that their SpeedTester is the best at assessing line speeds and network capability. Does not compute. OFCOM are paper tigers.
- Location
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- Location
- Bournemouth
- Reviewing
- BT
- Date
- 2021-03-21
- Comments
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It took them 27 days to switch my adress, after they fail 3 times to do it.The internet is down every 10 minutes for couple of seconds. Impossible ti wotk from home. I wanted to cancel the contract, but they put me a tax of £268, because I don't want this poor service.
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2017-06-23
- Comments
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This is by far the worst company that I have ever dealt with.
Customer service pfft... to call this a service is an insult to any service people across the globe. Every time that I have phoned them they have been incredibly rude, dismissive and aggravating. If I could have given zero stars I would have.
Now I don't want to bore you with specifics of my case, so if you aren't interested skip over this paragraph. After BT hiked their prices again (the second time in 12 months) I phoned up to cancel, which they assured me would be free as they had broken their side of the contract. Lo and behold they tried to charge me the cancellation fee (oh sorry our prices are extortionate, please before you go we can offer you the absolute worst deal we have for double the money of our competition. Not interested? Well that'll be £31 for the privilege of taking your business elsewhere). I explained that they had broken contract so I shouldn't be charged, and they said that they had sent the letter out weeks before I had received it. An argument happened, they refused to do anything. Long story short I left BT (paying the fee). Joke's on them though, as a landlord I manage multiple properties, all of which used to be with BT; now none of them are. Was only going to change one house. Estimated loss to BT's business = 16 x 52 x 12 = £9,984 per year. Amount gained in cancellation fees 16 x 31 = £496.
Honestly even if they offered me the service for free, I wouldn't go with them. Not worth the hassle.
- Location
-
- Location
- United Kingdom
- Reviewing
- BT
- Date
- 2014-06-16
- Comments
-
We've had telephone lines and broadband installed at work. BT are appalling to deal with. The first engineer, a gentleman with a Chinese appearance was very good, staying late into the evening to get lines connected but we needed another line installed into the building which he was not trained to do,. Along comes another engineer who looked at what was needed, decided in 2 minutes he could not do it, walled off and told his boss he was unable to get access to our office suit-a complete lie, the next didn't even knock on the office door, he just said he could not get access. Then we were to have 3 lines going to one phone number but at present 1 line goes to that number so if we are on the phone no one can call us. The salesman now doesn't answer emails or call. So here we are 2 months on still without the correct work and without anyone having a care about it. Any suggestions on how we get BT to do the job they said they could so?
- Location
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- Location
- Nairn
- Reviewing
- BT
- Date
- 2018-06-28
- Comments
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I had contract with bt for broadband and anytime calls for around £35 a month.I notified them I was moving house and was told a £50 fee was payable which I disputed as the new house was already with bt,told them I was cancelling.Phone call followed saying forget the fee and extend contract for 12 months to Sept 18,January bill arrives for £58 pound and each bill since ranges between 58 and 60 pounds.apparently my discounted contract ended in Jan and my new one is not discounted!,however 3 times I have told them I am leaving and will pay the penalty and 3 times I have been told I should have recieved the discount and it would be credited to account,alas this did not happen and yesterdays call established I was not entitled to any discount but being a loyal customer for 30 years they will give me a new 18 month contract at £42 a month they seemed surprised when I declined.The most expensive £50 I ever saved!Im off
- Location
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- Location
- Manchester
- Reviewing
- BT
- Date
- 2014-12-10
- Comments
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BT are shocking. No two ways about it. I have used them in multiple contexts and now I have myself a dilemma. I've moved house temporarily and work from home routinely. The area I am in is not a Virgin Media one, who frankly were incredibly good relative to the rest of the market all in. I am stuck with basically two suppliers that I'll consider, PlusNet and BT.
BT, when it works, works. That's all I have to say on that. Out of the Fibre providers who are not Virgin Media the service is often faultless, but not often enough. The thing that is stopping me signing up personally again is that I know that if something goes wrong, there will be absolutely no way of fixing it.
I don't know what 'dimension' BT work in, but their customer services couldn't be more useless. Additionally, logging a ticket just means the ticket disappears altogether. You will never get a resolution to any issue that you find and you'll not be able to cancel. So imaging signing up to an 18 month contract and 20 days in, find it stopped working as the traffic has reshaped so that you are now not getting the 76Mbps but nearer, say, 3Mbps. You're basically done for.
You can't cool off (the cool off period for BT seems to be different to everyone else, since they can't seemingly install inside that 14 day time period) and with shaping, it takes time to get to your final speed. Potentially more than 14 days. So what you pay for, you won't get and unlike other providers out there, there will be no resolution for it, other than to go to the communications Ombudsman or make a complaint to Ofcom.
Tickets getting lost has happened to me in commercial environments. So I'd be loathed to take a hit personally on this.
I was previously with Virgin Media. Relative to the rest of the market, Virgin media are head and shoulders above the rest. I can't describe how much I miss that service now.
Bear in mind the rest of the providers on the market run on BT's network, even if they've been sold some percentage of racks in an exchange, it's still BT's infrastructure. This is one of the reasons that they are also poor. In a way some of it is entirely out of their control. The question then becomes how well other providers can make their value adds work.
- Location
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- Location
- wokingham
- Reviewing
- BT
- Date
- 2016-01-22
- Comments
-
price different than promised, impossible to talk with customer service, engineer missed appointment to fix broadband fault. Horrible experience
- Location
-
- Location
- Chepstow
- Reviewing
- BT
- Date
- 2021-12-09
- Comments
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They try hard when you manage to work out how to speak to a real person, but in our area, given that BT has owned the entire network for ever and paid out billons to shareholders, coverage and speed is shockingly third world. Also, if they want to get rid of all their employees as all companies obviously want to, you'd have thought they'd have made sure their 'fault bot' actually works. We reported a fault using the automated service and when no-one turned up we checked with a real person - they had no record of the fault. What a shower.
- Location
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- Location
- Lancashire
- Reviewing
- BT
- Date
- 2016-10-25
- Comments
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The customer service from bt is some of the worst i have ever come across, tbeir phone manner was shocking when you could actually get through. They make it practically impossable to find a number to call and when you do find it get ready for a 30 minute wait
- Location
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- Location
- London
- Reviewing
- BT
- Date
- 2017-01-27
- Comments
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This is just the second time I've joined BT in my life and I now remember why I stayed away for so long! Customer service is absolutely atrocious, I've been hung up on numerous times and spoken to terribly, even when it has supposedly been a manager, and reliability is poor as it often cuts out for periods at night. The speed is alright when its working, but other than that I will be cancelling as soon as I can and never going back. Whilst I was with Sky was probably my best broadband experience.
- Location
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- Location
- Littleborough
- Reviewing
- BT
- Date
- 2017-10-09
- Comments
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good speed when it works. wifi frequently drops connection. tv box (connected via ethernet) also losses connection. wifi signal poor even in next room (despite saying it's the uk's most powerful router?!) customer service is truly appalling
- Location
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- Location
- Glasgow
- Reviewing
- BT
- Date
- 2017-12-18
- Comments
-
BT is officially the worst internet provider I have had at my property since the last 14 years. Virgin media, Sky, Talk talk all internet providers that I have had over the space of numerous years I can't emphasise enough how bad your service for internet is..., but I will put it to comparison. My 3 from my mobile is quicker than your service I get 29.00-35mb never lags or lets me down. How do I know ?, by having to pay additional £5 everyday for internet that I have paid for which is shocking. Some will say why would you ?, 1. I have 3 kids, 2. 1 off which at high school needs it for history essay 3. At uni needs for reasearch, 3rd 1 needs it for cumputer games, my tv connects to the internet so everything me or my misses can't watch nothing, i need to the internet for work but I can't use it becouse my phone has become a wifi hotspot completely shocking and it's not just 1 day 3 days, it's been over a week !
- Location
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- Location
- Southport
- Reviewing
- BT
- Date
- 2018-01-16
- Comments
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We have been without broadband for 6 days as BT disconnected are connection after we asked to change provider! As offcom say your provider should keep you connected until your new provider take over. BT have broken the terms and conditions of our contract and we are still waiting for a call from case management but we have been told this can take up to 48hrs! Considering they are a multinational telecommunications company trying to get them to put this right is impossible please take note of this comment as they should not be able to get away with this service and we will be handing over our complaint to Ofcom
- Location
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- Location
- Blackburn
- Reviewing
- BT
- Date
- 2014-11-17
- Comments
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I thought BT was a premier supplier we what a disappointment. Suffered 4 months of poor service after numerous calls engineers working on i still have a problem. Basically the product is not fit for purpose and you have to pay extra to sort their faulty product. Stay well away from BT
- Location
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- Location
- Cheshire
- Reviewing
- BT
- Date
- 2014-02-25
- Comments
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I signed up for broadband and calls just over a month ago when i was drawn to the attractive offer of half price broadband for 6 months. Not knowing what my usual usage would be i took the minimum package with 10GB usage per month at £5 per month and then £10 per month after 6 months. I went over the usage in my first month and have already exceeded this months usage. So it is clear to me that i am on the wrong package and should have taken out the unlimited package, also on offer at half price for 6 months. When i have tried to move to the correct package i have been told that i would then pay the full monthly costs of 16.99 and not receive any discount. the discount that persuaded me to join up in the first place. This is because i am not a new customer, even though i have only been a customer for just over a month! I feel I have been tempted into a good deal and then had that deal taken away from me straight away. I am not locked into a 18 month contract feeling disgruntled that i have been mislead. Why they couldn't just let me move to the unlimited package with the half price for 6 months offer i don't know?! It's total BS. I will not be continuing with there service after my contract has run out.
- Location
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- Location
- Broxbourne
- Reviewing
- BT
- Date
- 2022-06-18
- Comments
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I’ve had fibre for just over 18 months now. Started off well and was getting a good signal all around the house. Since the start of the year the signal is non existent and router reboots itself at least twice a day without fail. Paying over £45 a month for this service with a phone line is expensive for what it is. BT don’t want to know, they just try and sell you a more expensive expensive service, not sure they understand their current service doesn’t work so why would you pay more for another poor service. Have now cancelled my contract and gone to Virgin 1GB for £10 cheaper a month. Virgin also gave me £100 joining credit. Don’t waste your time with BT as it’s a tin pot service for a gold platted price.
- Location
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- Location
- W13
- Reviewing
- BT
- Date
- 2022-11-29
- Comments
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It had been, & continues is to be nothing short of a NIGHTMARE
Problems w set up, problems with billing , problems with communications , or lack of I should say.
22 calls later 10 months into my contract , my internet has gone down, for the third time.
Unfortunately v sick. Had two medical video calls & live alone. Missed both. Spent 2 Ho at in phone yesterday ,
PROMISED ab engineer would att bd today. Again they did not . Three calls later , just been told “not much we can do” by a manager who had assured me would have no further problems & to call him if In did - Damian Gormely.
You know when you’re in a crisis - BT are the li f of company that make it a whole lot worse, every time .
PLEASE PLEASE THINK TWICE before you decide on BT, the “excellent communications service “ promised is a joke - they do not communicate AT ALL w each other and mostly the customer . They LIE, most first contact staff are rude , unhelpful .
I HAVE BEEN TREATED INHUMANELY LIKE I AM THE ENEMY
To the day I have been unable to log into online account due to a fault their end for which they penalise and punish ME
- Location
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- Location
- Smith
- Reviewing
- BT
- Date
- 2018-11-22
- Comments
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Ridiculous WiFi, slow speeds paying for 50 barely getting 10mb/s , poor connection issues, says it’s connected but no internet , download speeds are better in potato than their hubs and you’d get better customer service from a lamppost than one of their staff keeping you on hold through till your mid 20’s
- Location
-
- Location
- Dorchester
- Reviewing
- BT
- Date
- 2017-09-29
- Comments
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Ordered on the basis of a cheap offer in June. Had nothing but headaches since then. Pay £100, £200 more a year if you have to, to work with someone else.
Customer support lack basic record keeping, access to solve problems, ability to understand things or escalate, BT will do things and then customer service staff won't be able to tell you who did them and why, and they will point blank tell you they cannot solve your problem.
Your order can fail silently on the day of installation, get closed, and then you can have BT bill you for early termination, and leave you having to contact them to get them to fix this. And when you phone up they just say they can refund your bank and place a new order, they can't fix the earlier one, with weeks more delay.
Go with someone who can actually do their job.
- Location
-
- Location
- Worcestershire
- Reviewing
- BT
- Date
- 2017-12-13
- Comments
-
God only help you if you ever have a problem with your internet service. When it's all running smooth I can't really complain, pretty standard internet. The problem with this abysmal company is the customer support.
What an absolutely agonising ordeal you have to go through with a bunch of un-trained monkeys. Yes, absolute monkeys reading out of a book.
About half a year ago I had exactly the same problem - my internet dropping off and spiking up and down aswell as my router restarting itself. Last time I had to go through the cycle of Indians (people i sincerely CANNOT understand) and wait three weeks for an engineer.
This time however I was greeted by a decent sounding guy called Liam, who clearly lived in the UK. These people DO NOT want to help you at all! They are working for probably next-to minimum wage pressing buttons trying to fob people off. Absolutely ATROCIOUS service. It took 5-10 minutes of tests and stuff just for this man to tell me everything looked okay, but when I argued with him and asked ''Surely you can see my connection dropping on your screen'' his reply was just ''Yes, I can''.
Soon after this, I was then told I could get an engineer out to my house! (yay!)... Shortly followed by ''but if the fault doesn't lie within BT's end, you'll be charged £130''.
I really have nothing else to say about this absolutely disgusting company. DO NOT Entertain getting internet from these apes.
- Location
-
- Location
- Maidenhead
- Reviewing
- BT
- Date
- 2015-06-05
- Comments
-
Things were going okay until we tried to move house and take BT Infinity with us. Placed the order then they cancelled it with no reason given. Been trying to get it reconnected for a week and counting each day staff spin some story of it will be connected tonight and of course nothing happens. They make it as hard as possible to complain and never keep a record of what you've already said so each time you have to repeat yourself.
- Location
-
- Location
- Bath
- Reviewing
- BT
- Date
- 2014-05-12
- Comments
-
I have always had my home internet services from BT and it's safe to say they have been unreliable at best.
I have never had any issues with customer service but actual broadband speeds are absolutely atrocious. The highest speeds I have ever received are 3mb/s and that is on an extremely good day.
Speeds are inconsistent and sluggish and something I have noticed happening regularly is the sudden dropout of all internet access at all times of day.
If you're interested in gaming then this is definitely not for you. LAG is the only word to describe it.
If you have access to BT Infinity then I'd maybe suggest going for that if you're still interested in choosing BT. But, if you live in the same area as me I would advise you avoid BT.
A quick note on landline prices. BT phone bills that come quarterly and don't include unlimited calls can become extortionate. The amount's my mother has had to pay are absolutely ridiculous and I have finally changed our provider so hopefully things will vastly improve.
- Location
-
- Location
- Derbyshire
- Reviewing
- BT
- Date
- 2017-06-10
- Comments
-
I would give a zero star if I could. Our internet connection has been playing up for 4 months. We've tried 3 BT routers and a third party router. We've had 10 engineer visits. Despite this we have anything between 4 to 14 hours of no internet every day! Now BT case management team have stopped replying to my calls and messages. I rang customer service and suggested that we mutually agree to terminate the contract early as the problem remains and the trust levels have gone down the drain. I was told that I need to pay a cancellation fee as the engineers are still working on it and I refuse to allow them time! They have had four and half months to sort it out. I cannot wait for the contract to end.
- Location
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- Location
- Holyhead
- Reviewing
- BT
- Date
- 2017-09-03
- Comments
-
Been with BT for years. I got bt tv installed last year. BT used a 3rd party contractor & second tv with youview has suffered heavy pixellatio for most of the time. Difficult to contact & Indian call centre staff preoccupied with telling you there is a £130 attendance charge despite it being there fault. So far two attempts to rectify have failed & l have had a desultory refund of my second youview box rental charge for the last t months. Enough is enough. If it's not fixed soon l will be off back to Sky. They might cost more, but at least their tv service works & their engineers are properly trained.
- Location
-
- Location
- Red Lodge
- Reviewing
- BT
- Date
- 2017-03-23
- Comments
-
I have had BT service for over three years and have been tirelessly disappointed!
Only recently did I finally get broadband service which has allowed me to view movies and online videos at a decent rate. However, my internet WITHOUT FAIL turns off and on 2-3 times daily. It's extremely inconvenient as it disconnects me from my work and family.
BT is the only available service in my area, naturally, or I would certainly be choosing another provider. For what I pay each month, I expect more reliable service!
- Location
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- Location
- GRAVESEND
- Reviewing
- BT
- Date
- 2018-01-21
- Comments
-
BT are not cheap, they claim broadband speed up to 50mps, every time I check mine I just about get 17. So why should I pay out over £50 a month for such a slow speed. If I complain they say its my line in the house ,they offer to send a engineer out to look and want to charge even more money. Also if you have a long contract they can still put their prices up at any time.I would not recommend BT.
- Location
-
- Location
- Bath
- Reviewing
- BT
- Date
- 2021-03-30
- Comments
-
After waiting 14 days for connection, I have yet to receive a full 24 hour service from the broadband in 1 room let alone every room! it was installed on 15th march DO NOT TAKE A BT CONTRACT its a rip off.
- Location
-
- Location
- Oswestry Shropshire
- Reviewing
- BT
- Date
- 2016-09-26
- Comments
-
I have what BT jokingly refer to as high speed fibre broadband.
I live less than 3/4 mile from one of the most modern exchanges in the north west so theory is a good short run connection.
the funny thing is when we made an upgrade 3 years ago the engineer had a problem locating the distribution box. this was eventually located about a mile in the opposite direction. This is probably why the service is so abysmal as we may have (some doubt about that) the fibre optic to the box but then we have about a mile or so of Victorian copper cable thereon. Says it all for BT promises of better performance. Disgusted for £50.0 a month. As they say in Dragons den "Im out"!
- Location
-
- Location
- Co. Down
- Reviewing
- BT
- Date
- 2015-06-06
- Comments
-
It took BT three months and one day to connect my BB. Offered me £9 in compensation. Operate like a garden shed business and wash hands of you even when it's their serial incompetence at fault. Now taking them to court.
- Location
-
- Location
- South wales
- Reviewing
- BT
- Date
- 2016-10-26
- Comments
-
BT,
When joining with them a fluent English speaker and understander, dealt with all the options. An initial thumbs up there BT. When we moved in, they were unable to provide the services on the day agreed, then when I called the helpline, it felt as if I was teaching an English language class via phone. It took them an extra 2 days on top of the month in advance to get my services up and running. But this could only be done with my telephone box dangling from my living room wall by the wires. I then find that SKY is a hell of a lot cheaper with more for your money. Then to add insult to injury, BT then hit me with a £31 disconnection fee. They say that it is a cessation fee, but I have to pay it if I wish to disconnect from BT. This was not spoken about when I went through the cancelling of the service. BT, such a waste of my time and money and causing excessive stress at the beginning and end of our time with them. Cheers
- Location
-
- Location
- East midlands
- Reviewing
- BT
- Date
- 2015-03-24
- Comments
-
The speed advertised is never what you get, but you would expect a lot higher than the speed available here. also the BT online speed checker is not very accurate when compared to other unbiased versions.
- Location
-
- Location
- Leeds
- Reviewing
- BT
- Date
- 2017-09-04
- Comments
-
Absolute rubbish. Gets to 7pm and slows down to something that makes dial-up look like optical fiber broadband.
Been like this for 5 months. Indian call center is annoying. Nothing gets done. Have had some good experiences with UK call staff, but the technical issues remain and can't be fixed.
Now moving the Virgin Media with fiber to the door service to ensure I don't end up stuck in another 12 month contract with sub-standard internet.
- Location
-
- Location
- Liverpool
- Reviewing
- BT
- Date
- 2018-03-12
- Comments
-
Oh...dear...a month ago my internet went offline. Engineer came out then it took a week to fix. A month later its down again. Call for engineer first meeting missed, arrange another, that was also missed too! Called to find out whats going on only to find put problem with exchange and ports...not acceptable. Its still down now and has been now for 2 weeks out of a month and keep blaming the ports and the exchange like they think we wont know wjat they mean when im involved in IT. They dont know what the problem is and the service is poor. I will not recommend bt to anyone. Avoid.
- Location
-
- Location
- Suffolk
- Reviewing
- BT
- Date
- 2019-05-02
- Comments
-
Speed's actually not bad.... but the service and the company is absolutely atrocious. Operators have lied to me, they fail to call you back, they fail to follow through with problems. BT have just employed a new chief exec and he doesn't even come from either a consumer or telecoms background. This company is BROKEN. One of their executive level complaints team admitted that they all knew the customer service was terrible and claimed that was the reason they bought EE... so that they could show them how to do customer service. How these people have a licence to operate I'll never know.
- Location
-
- Location
- Edinburgh
- Reviewing
- BT
- Date
- 2021-02-08
- Comments
-
When I signed my BT landline plus broadband contract, I was informed it is going to be a 12-month contract. One month before the contract ends, I phoned customer service to give the 30 days notice. I was told that my contract has magically extended. I have to pay £140++ worth of cancellation fee. This is all be cause BT sneakily advertised the landline service to be mis-matched with the broadband, so that we customers will be tricked to pay for the broadband for 18 months. I am a student who are financially affected by the pandemics. I demand my service to be cancelled free of charge.
- Location
-
- Location
- London
- Reviewing
- BT
- Date
- 2015-08-19
- Comments
-
BT is the worst company (all services included) I have ever dealt with.
1) the service itself is bad: in my old flat we kept having to reboot the router (several times a day) for it to work, which means the internet cut off all the time. This lasted 3 years. In my new flat, they randomly cancelled my order and my internet was activated 3 weeks after I ordered it - and I am in a flat where all the infrastructure was already installed with BT and everything worked.
2) most important: horrible customer service. Every time I speak to someone new I get told different things, and they are pure lies. BT never do what they promise: they say they call you at X time on X day, that doesn't happen so you have to chase for it, then they tell you something else, which again they don't do. Now for the 3rd time I am promised a phone call to discuss my complaints and compensastion but that takes almost a week, and I am not even sure they will call.
Absolutely NOT to be trusted: their service is bad and they treat customers appallingly, this is really serious.
- Location
-
- Location
- Leicestershire
- Reviewing
- BT
- Date
- 2017-10-04
- Comments
-
the singularly most unashamedly useless company i have had the displeasure of being a customer of largely because no one else would provide broadband in my rural patch. their customer services is diabolical and at one stage they left us for 7 days with no telephone line or broadband and then hiked the tariff. i am finally rid of them but the new provider was left stranded as they could not access the exchange open reach cabinet. cant even say it was a good riddance!!
- Location
-
- Location
- coventry
- Reviewing
- BT
- Date
- 2015-03-24
- Comments
-
had 2 bt engineers round to try and fix the problem and the same issue keeps coming back
- Location
-
- Location
- Cornwall
- Reviewing
- BT
- Date
- 2011-05-05
- Comments
-
In Feb 2011 I was getting a speed of 6909 since then it has dropped to 720
I have contacted BT and cannot seem to get a improvement
- Location
The reviews published on this page are those of the individual authors who have warrantied that they abide by our review guidelines. Reviews are not the opinion of Broadband.co.uk.